Keytrade Bank Reviews 

Requested the keypack including a credit card a few weeks ago. Have followed up 3 times over email but have not heard anything back. Tried to call them and was on the line for 15 minutes after which I gave up.

If it is this difficult to contact them when trying to open an account, I don’t want to know how difficult it would be to get in contact with them when you have issues as a client.

Do you want to be racially discriminated as a customer? Keytrade Bank is your choice! Do you want to be lied to your face and ignored in service-related questions? Think no more, Keytrade Bank is your choice! Awful and disgusting, I want to take a shower after every time communicating with them. In my case, Keytrade Bank support openly told me I was born in the wrong place to have an account in their bank.

My first negative review.

As a medical doctor, student and soldier that collaborated with several international banking institutions within 4 EU states; I urge you to avoid at all costs « KEYTRADE BANK » !

A polite uncoordinated staff with BS feedbacks, giving fake expectations defines my brief experience with their customer service.
The supposedly straight to the point online application became a bad joke !

And on the contrary I got to appreciate their selection of MOH.

Conclusion:
Here is the Middle Office final response after 34 days of « processing » my application.

« Dear Sir,

After a complete analysis of your request, we regret to inform you that we are unable to open this account. Your application did not meet the necessary requirements.
As stated in our General Terms and Conditions*, we are not obliged to justify our decision.

Yours sincerely,

Middle Office » - KEYTRADE BANK (03/05/2022).

Tragic customer service, they just ignore their customers. Is this really a bank?

As a long time customer this really pains me to write, but they have totally gone downhill. I have been trying since November 2021 to get assistance, but none has been forthcoming. Having written emails over and over again asking for an update, phoned multiple times with getting cut off, I think it is time to move on. It's a pity as I have been with them since 2015.

no customer services and no credit card insurance. Since 4months I am trying to settle a credit card dispute, but after sending all documents for 5times and after receiving each time a confirmation mail from them they now ask to send the concerned documents a sixt time !!! When trying to call them on phone it mostly takes around 45min to talk to someone and mails simply remain unanswered for weeks . just nothing happens

bad experience, I wanted to open an account for my mother with a promo code, but 1 month later the account is still not opened ! and promo code timing is now passed... their promos code is just like a scam and a deception to attract new customers

If you're looking to open a joint banking account, keytrade bank is not the place for you. My partner and I were hoping to open a joint account to manage our expenses while on vacation. Two months and a vacation later, our bank account still hasn't been opened. We have tried reaching out to Keytrade Bank several times but have received little to no information about the progress of our request.

The web site and banking application are easy to look at and work.

Their Softkey ( fancy name for QR code authentication scanning ), mostly doesn't work except for making bank transfers.

Their investing and trading app looks excellent. Except it is impossible to place a trade. Why? Because placing any order requires the completion of KeyTrade's in house vetting programme, which consists of an examination on trading and investing. I've been trading with other brokers for more than ten years, and have made money. Yet I was unable to satisfy Keytrade, and as such they would not ever let me buy one share in an ETF, or common stock! After trying on and off for more than three years, I have given up and shall carry on with one of their competitors.

I was going to have my mortgage with them,but the web site and mobile don't work with much else, so I did not take the risk with a mortgage. There is no one to speak with: I cannot just pick up the telephone can call them.

Bureaucraticy: The banking procedures are cumbersome and insanely bureaucratic, and bar is set high for insane bureaucracy in Belgium.

Telephone Support: they have a phone number, but never answer it. Waste of line rental, if you ask me.

Email support: Always a 24 hours delay.

WhatsApp/SocialMedia: I will not use WhatsApp or Facebook so I shan't contact them through those mediums.

There are much easier Belgian banks to deal with, and there are much easier investment fintech startups to deal with than KeyTrade.

I cannot recommend KeyTrade.

I have mixed feelings about Keytrade Bank Luxembourg, and it's mainly about customer service. I have opened an account with them in June (2021) or somewhere in that time of year. I'm doing this as a non-EU resident and a lot was asked from me to be sent to them physically (which is fine by me as I respect their KYC procedures). I asked them if they could first check the scanned versions of those documents before I send anything by post. They said OK - appreciated! My account was opened like a week after them receiving everything - not lightning fast but acceptable. Then, there was a problem for them to send me my bank details (access code + other stuff) by post. After waiting for almost a month, if not more, I assumed that my bank details were lost (which is also understandable because international postal services could be wacky sometimes). I then called them. The representative offered to send another copy by FedEx, I said OK thank you. The second delivery arrived without any problem. At that point, I had a very good impression about the bank: responsible, helpful customer services, etc., but then, the glitch started. In early August, I found an unrecognized charge to my current account of 137 euros plus some change. I contacted customer service and they said that was the delivery cost. Wait!? Neither was the existence nor the (actual or estimated) amount was mentioned during my call to the customer service. Neither was I offered a choice to use regular mail again nor was this explicitly mentioned in their price list. (OK there is a footnote in their pricing list on postal charges for sending Hardkey outside the EEA but that was only for the Hardkeys as how I perceived it. And such a charge could be avoided by not asking for a Hardkey and stick to the Softkey.)

I then contacted customer support and ask for a refund of such a hidden charge, as this is clearly, and by definition, a hidden charge. As how I see it, my email was pretty polite and as soft as possible - I do not want to offend anyone. However, the reply was a joke - pretty much like a kid defending him/herself knowing (and admitting) that he/she did something wrong. They admitted that they should inform me but refuse to refund anything. In addition, three hilarious points were raised by the representative:
1. I should have expected them to send my bank details to me by FedEx at the time of account opening
Exactly, how???
2. Their main target market is the European market but not the Asian market
So I'm not welcomed???
3. At the time I stored my money in my savings account and "this is not the purpose of the service our bank offers"
So you are trying to push me into something??? In fact I was trying to subscribe to their "KeyPrivte" portfolio at the time and certainly when you log in and see an unrecognized charge, you hold on first. Then, the second move you take is to transfer the money from the current account to the savings account to protect any further charge in this line. (I literally thought my account was somehow compromised at that time.)

If a bank could hidden-charge you for one thing, it could hidden-charge you for everything. I hate this hidden charge thing, especially when it comes to a bank. Price/commission being high/low, not a problem as long as everything is made clear so clients could make informed decisions. For a single wrongdoing, a bank could lose the clients' trust very easily. Banking is all about trust.

Here comes a small positive experience from a different issue. I was trying to transfer my money from my account to an external account of mine. I found that I couldn't do so as their online banking system refused to continue saying they do not hold sufficient info about me. I was pretty scared at that time and I called customer service. They promised to check it with their compliance team and contact me. After like half an hour, they emailed me saying that my account was unlocked - on this particular point, the customer service was efficient and helpful. (You could also argue that this is something of their job anyway, true.)

My feeling is that the bank is largely legit, but some of the customer service representatives could be very unprofessional and rude. And they (the management team) do not necessarily care about the customer experiences that much.

All in all, I would advise people to think twice before engaging with Keytrade Luxembourg, as there might be little glitches here and there.

Tried to open an account, after one month I managed to do so. To activate the account, however, I had to use the smartphone. The app was showing the message “unknown error”. I asked for help and I didn’t get any. Closed the account immediately.

This is worst bank customer service I have ever dealt with. Takes few weeks before they respond to mails.
If you call, every time you get other person on the phone and you have to explain the problem & situatian again. After more then 1 month my problem is still not solved.

Most slow and useless Bank I have ever experienced. Until now it has taken more than two months to open an account. They don't respond to mails at all. I can't recommend this Bank to anyone. They only get 1 star because there are no option to give less.

It is been over three weeks since I applied to open an account with Keytade. At the end of the application it said I would receive a letter in the post. Three weeks later and I have received zero response from them.

They do not reply to emails. The telephone line is never answered. It is as if they don't exist. I regret applying and providing them with my data, what an awful service.

One of the worst customer service I have ever seen, website is made for monkeys, frequent logon issues. I am in the very slow process of trying to get my own money back and closing the account.....but it seems even that takes freaking ages.

They don't open accounts for Italian citizens/residents... I wonder if this is discrimination or what?

Keytrade.be claims to have 0 fees, but it's not true. For instance in their page the state that buying American stocks is only $29.95 dollars. But at the moment of doing the transaction, if you purchase $10.000 dollars of stock, they will charge you 1.21%, that's 121 dollars for buying and the 121 dollars for selling (or more if your make a profit). And they don't even mention that in their fees page. In their page it says that it is only $29.95.

Second, and very important, I was trying to sell my stock and and they have a system where for each transaction you have to scan a QR code. Guess what? It didn't work at the moment of placing the order. I tried 4 times, the system kept saying there is a malfunction. Can you imagine, at the moment of selling?

Likewise, if you have placed an order, you cannot modify it. You have to cancel it and do it all again, plus the freaking QR scan. Super time consuming if you need to do a quick transaction or changed your mind.

Third the number of shares you own are not easily found, so you either guess them, or if you are lucky you may find them somewhere whenever you need to sell them.

The system logs you out abruptly saying that due to inactivity you were logged out, right after 5 minutes of using it, no being idle.

And there's more.

Worst customer service I ever had. They are spool slow to reply and ask for the same documents multiple times. It's been two weeks that I have to deal with an issue with them and is still not resolved...

If you want to have a bank with bad and slow service, you found it.

As a customer of KeyTrade Luxembourg, I can't help but recommend to avoid this online broker as much as you can. Onboarding process is very lengthy, and it's not a matter of security/due diligence: other online brokers do this in a more streamlined way. They have an horrible website, often under maintenance (with no communication or alert ahead), offering no valuable insights. Stocks quotations are 15 minutes delayed, when even free services nowadays give you near-to-realtime statuses. They take scandalously high fees for stocks transactions (online trading), and ridiculous spreads on currency exchanges. Orders are not reliable at all: had twice my buy orders "at market" refused by the server with no additional explanation. Like you're sure to have closed a great deal but then you connect at market opening and you discover that the order has been discarded, and the stock price is now too high to buy. I won't make any names, but a lot of free online brokers are offering nowadays stocks trading in every market almost free of charge, more powerful, easier and reliable apps, so you can safely skip this bank/broker.